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Refunds for cancelled flights are typically processed within 7–14 business days back to your original payment method. If you paid by credit card, your bank may take an additional 3–5 days to post the credit. If you haven't received your refund after 14 business days, contact us and we'll investigate immediately.

Before leaving the airport, report your missing bag at the Baggage Services desk and get a Property Irregularity Report (PIR) reference number — you'll need this for any claim. Then contact us on WhatsApp with your PIR number and we'll track your bag in real time. Most lost bags are reunited with their owners within 48–72 hours.

If you were involuntarily denied boarding due to overbooking, you are typically entitled to: a full refund or re-routing to your destination, and compensation depending on the flight distance and delay incurred (EU261/2004 applies to flights departing EU airports). We'll walk you through your specific rights — reach out via WhatsApp for immediate guidance.

Refundability depends on your fare type. Flexible fares allow full refunds; standard fares may carry a change/cancellation fee; basic/promotional fares are generally non-refundable but may be exchangeable for travel credit. Check your booking confirmation for your fare conditions, or send us your booking reference and we'll advise.

Contact us with your booking reference, the charge amount, and the date it appeared. Common reasons include seat upgrades, checked baggage fees, or service add-ons. We'll review it within 24 hours and either explain the charge in full or initiate a reversal if it was applied in error.